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Technical Support Analyst 4
1 month ago
Title: Technical Support Analyst 4 (743644)
Locaiton: Richmond, VA 23219
Client: Virginia Information Technology Agency
Note: This is an Onsite position.Iterview also is Onsite. So local candidates strongly preferred
Job Description:
- VDOT is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
- Manages and monitors customer IT issues using helpdesk tools - KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
- Acts as a liaison between VDOT and VITA/SAIC to ensure the delivery of high-performance IT support services
- Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
- Provides management with recommendations for systems and process improvements
- Troubleshoots software and hardware problems and enhances the level of direct services to field staff
- Installs, maintains, and assists in testing and upgrading of new and existing hardware and software
- Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
- Creates job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
- 3+ Years Experience in customer service skills with a Customer First attitude
- 3+ Years experience in Supporting and desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365
- 3+ Years of Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking
- 3+ Years Experience in working with help request tracking and reporting tools
- Knowledge of IT concepts ,trends, and new technologies
- 3+ Years Experience in Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field
- Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets
- Excellent research and investigative skills
- Ability to communicate effectively orally and in writing with individuals and groups
- Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)
If you are: bright, motivated, skilled, a difference-maker, able to get things done, work with minimum direction, enthusiastic, a thinker, able to juggle and multi-task, communicate effectively, and lead, then we would like to hear from you. We need exceptionally capable people for this role for our client, so get back to us and tell us why you think you are a fit.
About Us:
Tri-Force is one of the fastest growing companies in Philadelphia region by receiving the award 5 times and 3 times(Ranked #931 2021) on Inc. 5000 fastest growing companies in the USA. Tri-Force Consulting Services, Inc. is an established consulting services firm offering innovative solutions to Government and Commercial sectors. We specialize in building customized software applications solutions such as knowledge management systems, business intelligence, data analysis, database support and maintenance, data warehouse implementation and support, systems architecture and systems integration for our clients. Our technical competencies are in Java, .NET, SharePoint, PHP, Business Intelligence (Cognos, Data Warehouse), mobile applications platforms (iPhone, iPad, Android, Blackberry), and various other technologies. We also specialize in providing resources to manage infrastructure projects. Tri-Force is one of the fastest growing companies in Philadelphia region by receiving the award 5 times and 2 times on Inc. 5000 fastest growing companies in the USA.
Requirements